I purchased a Polène handbag as a Mother’s Day gift and kept it boxed and wrapped for a month to surprise my wife. Unfortunately, when she finally opened it, we discovered it was the wrong color. I figured a simple exchange would be no problem, after all, that’s standard practice for most reputable brands. Not with Polène.They have a strict 15-day exchange policy, which effectively punishes customers who purchase gifts in advance. You’re left with three bad options:Order early and risk being outside the return window.Order late and hope it arrives in time.Hope nothing goes wrong with your order, because if it does, you're out of luck.What’s worse is that this rigid policy is paired with unhelpful customer service. There's no flexibility, no understanding, and no willingness to make it right. It’s baffling how a brand that markets itself as “luxury” offers such a poor experience both in terms of product satisfaction and post-sale support.I wish I had looked more closely at customer reviews before purchasing. Turns out, less than 50% satisfaction seems to be the norm for Polène, not the exception. I wouldn't be surprised if the next update from them is “all sales are final” right before they close their doors for good.In short: Polène’s bags are overrated, and their customer service is worse. I’ll be warning others to steer clear. There are far better brands out there that actually stand behind their products and care about their customers.
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